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Service recovery in 6 minutes

You may recall I blogged recently about the cycling brand Rapha, using it to illustrate the point that the only... View Article

August 1, 2019 6:44 pm

I did wonder, when my 12 year old son Max asked about opening his first bank account, how easy it... View Article

July 9, 2019 7:00 am

In the world of customer experience, I often feel that people simply do not focus on getting the basics right.... View Article

June 11, 2019 7:00 am

Thanks for looking at my blog. I’m writing this as I embark on a new chapter in my career. One... View Article

January 18, 2019 2:15 pm